Advice Needed: A-Z Claim Denied Despite GPS and Signature Confirmation

Sell On Amazon General Selling on Amazon Questions
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Hi everyone,

Id really appreciate any help from you guys, I’m dealing with a challenging situation involving an A-Z claim, and I could really use some advice from anyone who has faced something similar.

Situation Overview:

  • Order 1: This order was shipped using Royal Mail 2nd Class Signed For. Unfortunately, Royal Mail failed to track the delivery or gather a signature, so when the customer claimed non-delivery, I had no choice but to issue a refund.
  • Order 2 (A-Z Claim): This is the order currently under dispute. It was shipped via Royal Mail Signed For™, and this time, the package was successfully tracked. The delivery was confirmed on the expected date, with a signature from “RG” and GPS coordinates matching the customer’s address exactly. Despite this evidence, the customer claimed they didn’t receive the package, and Amazon sided with them, refunding the order. I appealed the decision, providing all the tracking details, signature, and GPS evidence, but Amazon still ruled against me, stating that I haven’t provided enough evidence of delivery.
  • Order 3: The most recent order, sent via Special Delivery with full tracking, signature, and GPS confirmation. This delivery was also successful, with the same GPS coordinates as Order 2. The package was signed for, and so far, the customer has not disputed this delivery.

My Concerns:

  • Signature Discrepancy: The signature on the disputed Order 2 was “RG,” which I believe could be someone authorized to receive mail at the customer’s address. While this is the only point of difference, all other evidence (tracking, GPS) indicates successful delivery.
  • Pattern of Claims: The customer has now claimed non-delivery for 2 out of 3 orders. Given the strong evidence supporting Order 2’s delivery, I’m concerned this could be a case of fraudulent claims.

Amazon’s Response:

Despite providing robust evidence, including tracking, a signature, and GPS data matching the customer’s address, Amazon has denied my appeal, citing insufficient proof of delivery.

Seeking Advice:

  • Next Steps: How do i go about providing more evidence or escelating this ?
  • Strengthening My Case: Is there anything more I can present to Amazon that might help overturn this decision?

Any insights or advice would be greatly appreciated. It’s really frustrating to lose out on a sale when I’ve taken all the necessary steps to ensure delivery.

Thanks alot guys :slight_smile:

P.s, yes i used chatgpt, i find it helps to clearly explain the situation.

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Hello @Purdy,

thank you for posting here. I am sorry to hear that you are experiencing issues with A-Z claims. First of all, it took me a while to understand that you are talking about orders from the same buyer.

This sounds like a well-calculated scam. I had similar things happen to me before, where a single buyer kept placing orders and opening A-Z claims alleging non-receipt despite clear evidence.

Unfortunately, in this case standard appeal routes won’t work. I would maybe look at your A-Z claim appeal wording to see if you submitted it properly. Have a look at my A-Z claim response guide thread: A-Z Claim Guide Thread

I would advise you to take the buyer to the Small Claims Court. This should be easy if both of you are in the UK.

Alternatively, you could lodge a claim with Royal Mail. However, it is really unlikely that two orders would get lost shipped into the same address.

Maybe others will have more ideas…

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Hey Kika,

Thanks for the response, i made sure to respond using Amazon’s suggested format, providing every piece of evidence they require, so im baffled as to why its being declined or what im doing wrong.

I think i attempt again with seller support and use your guide format with pdf signature, fingers crossed that will do it. Ill report back :slight_smile:

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Just to update, he has now opened a claim for the third order. Obviously this guy is a scammer. Lets see what Amazon rules in this one.

Is it an option to send amazon’s legal department a letter before aciton ?

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I am sorry to hear that. But this was expected. You are dealing with a fraudulent buyer.

Don’t wait to see how Amazon rules. As I advised you previously, you should take the buyer to the Small Claims Court and consider reporting to police.

Amazon’s legal department has nothing to do with this. You need to take action against the buyer. Alternatively, you can report it to Amazon. Message @amznsellerhelp on Twitter.